Prints & Canvas FAQ

Payment

Contact

Where are you located?

We are based in Melbourne, Victoria, Australia.

How can I contact you?

If you have a query regarding our shop or products please use the Contact Us page or email shop@dreamingtrack.com.

Payment

How do I pay for my order? Is it secure?

Once you have added products to your shopping cart, complete the payment for your order via PayPal. Payment must be instant and orders will not be processed without prior payment. Our payment process is provided by PayPal Australia.  The site is certified as a VeriSign Secure site, which encrypts data and transmits payment details over an SSL (Secure Socket Layer) connection. SSL is a security protocol with which data is transmitted over an encrypted connection. The SSL connection is established automatically. To learn more about PayPal click here.

I am having difficulty using checkout to pay for my order.

As all payments to us are collected through PayPal, you may need to contact the PayPal Helpdesk. (1800 073 263 in Australia.)

Do I need to have a PayPal account? Can I just pay with my credit card?

Yes, you can pay with a credit card - having your own PayPal account is not necessary.

My refund seems to be taking a long time to reach my bank account. Why the delay?

If you have received a refund confirmation from PayPal, we have processed the refund.  You may need to contact your bank to check on the delay.  If you are expecting a refund but have not received a refund confirmation from PayPal, please contact us.  Your refund will be returned to the same account from which it was originally debited.

Ordering

How can I check the status of what I have ordered online?

It is not possible to check the status of your order online. Please contact us if you have concerns regarding the status of your order.

I have items in my shopping cart that I am not ready to order. How can I make sure that I don’t order them?

Click on the trash can symbol to left of the item thumbnail picture to remove that item from your cart.

Are the photos I order online printed by you?

No.  Your photographs are printed at an external lab and shipped direct from there.

Can I cancel and receive a refund for my order?

Once your order is submitted, it uploads directly to an automated processing system. Unfortunately, the system is unable to be altered, so we cannot cancel and refund your order.

Can my order be prioritised or sent by Express Post if I pay extra?

We upload orders to our lab as soon as we receive them. The lab will process jobs in the order that they are received. Due to the large volume of orders processed, the lab is unable to single out an order to place it in Express Post.

Can I change the shipping address, pick up location or contact phone number after my order has been placed?

Unfortunately, the system is unable to be altered, so we are unable to change your order.

I have placed my order and realised I have made a mistake and would like to make a change.  How can I do that?

Once your order is submitted, it uploads directly into an automated processing system. Unfortunately, this system is unable to be altered, so we are unable to change your order.

I have not received a confirmation email from Dreaming Track that my order was placed, but I have received an email from PayPal.  Will my order be processed?

If you do not receive a confirmation email from Dreaming Track for your order, please check your spam folder and if it is not there, please contact us to enquire if your order has been received.

Delivery

How long does it take to process my order?

We upload your order to our printing lab immediately on receipt. Please allow approximately 10 working days for delivery of your order if in Australia. Overseas customers please allow 20 working days. This is to allow time for the processing, production, and delivery of your order.

My order has not arrived.

If you have already checked the status of your order by contacting us and it has been over 5-7 working days (10-15 for orders from outside Australia) since your order has been shipped, please contact your local post office to enquire if they are holding your package.  If they do not have your order, please contact us.

I am not happy with the quality of my products. How do I return them?

Please contact us.

What are the delivery costs?

See the Pricing and Shipping Information page for detail.

Products

Where are all the products? There's hardly anything in your shop!

Sorry! We wanted to be fully stocked before we opened, but testing demanded we go live now. We'll be adding more every day, please check back to see if there's anything you like :)

Are all the images for sale in your shop produced by you?

Yes. All images are the work of photographer Doug Meikle, one half of the Dreaming Track team.

I want to order a print size not available on your list.

Sizes offered are all the commonly available enlargement sizes that will result in an uncropped print of the chosen image. Please contact us if your requirements demand custom sizing. Please note that a surcharge for custom sizing may apply where such resizing is possible.

I want to order a print from your website that is not shown in your shop.

Please contact us to arrange prints of dreaming track images that don't appear in the shop.

Can I order a version of a picture in a different orientation (horizontal/vertical) from that displayed in your shop?

Many of our images have been created in both horizontal (landscape) and vertical (portrait) versions. Please contact us to see if a different version is available.

I want to licence some of your images for reproduction.

Please contact us to discuss your options. You may wish to browse the portion of the Dreaming Track Images archive currently represented by Photolibrary.com. (Enter "Doug Meikle" in the Photolibrary Search Term field, choose "Photographer" from the Keyword drop down list and click "Search".) Our archive comprises over 30,000 images in digital and 35mm transparency formats, most of which will eventually become accessible through the Photolibrary portal. In the meantime, we're happy to provide a potential publisher with samples selected to your specification.